Union’s Resident Complaint Procedure

Our Promise

Hopefully it won’t ever come to this, but if you need to raise a complaint, we have a few official ways you can do this. Any concerns you raise will be addressed in a consistent, fair, transparent, and compliant manner. We always aim to provide the best possible service, and your feedback is essential in helping us to continually improve. We appreciate your patience and cooperation.

Making a Complaint

Step 1

As an initial stage, complaints can be raised with your Residence team. This can be done in person, via the front desk phone number or by completing the form via the link below. Once reported, one of our team will investigate. Wherever possible we aim to resolve issues as soon as possible.

Step 2

If you feel your complaint has not been handled or resolved suitably, it can be escalated to Senior Management. You can do this once you have submitted a stage 1 complaint and will be sent a link from the person handling your complaint. Your message will go to the management team of the building and department heads.

Step 3

If stage 1 and 2 fail to give a suitable solution, you can contact the management team outside of the site team. Complaints reported via this email will then be sent on and recorded in our escalations complaints system and handled by a member of Senior Management who is not already involved in either stage 1 or 2. If your complaint is in regard to the General Manager, it can be escalated to Senior Management.

Complaints must be raised via stage 1 and 2 before escalating further and should only be escalated if you believe we have failed to follow our own procedures or correct a failure on our part. If you feel this is the case, please let us know your preferred method of contact for the process. Once the complaint has been investigated, the outcome is final, and we will consider our complaints process exhausted. We appreciate in certain situations you may not receive the outcome you were hoping for however this will not mean that we haven’t dealt with the complaint correctly.

When raising a complaint through any of the above methods please clearly outline the nature of your complaint or the issues you are facing. Include relevant details such as dates, times, and any individuals involved, if applicable. If you have any supporting documents, please include them to help us understand and address your concerns more effectively. You should receive an acknowledgment of your complaint, confirming that it has been received and is being investigated. Our team will thoroughly investigate your complaint, considering all relevant information and seeking a resolution. Once the investigation is complete, we will communicate the resolution to you. If applicable, we will outline any steps or actions taken to address the issue.

Response Time

Wherever possible we aim to address and action any complaints in a timely manner, with an acknowledgment to all complaints within 48 hours, this will be from the member of staff who is dealing with your complaint and will include their contact details. Most complaints and issues raised can usually be resolved by our on-site team. However, this may be subject to the nature of the complaint raised, investigation where appropriate and if there are other parties involved in the complaint or resolution actions. For complaints made via escalation, we aim to issue a full written response to any complaints within 14 days of receiving it.

Further Escalations & Disputes

We appreciate in certain situations you may not receive the outcome you were hoping for however this will not mean that we haven’t dealt with the complaint correctly.
If after raising your complaint you are dissatisfied with the outcome of the process, if you believe we have failed to follow our own procedures or if you believe a reasonable amount of time has passed with no resolution then you may be able to escalate your complaint to an independent body. Each will have their own criteria for complaints that will be accepted.

Exclusions to Further Escalations

Complaints regarding the following will not be considered under this process:

If you are asking us for a service for the first time e.g. repairs, we ask you to give us a chance to put things right and resolve the issue for you.
A complaint that has already been fully investigated through the above complaints’ procedure.
Anonymous complaints.
A complaint about the anti-social behaviour of another resident.
A request to be released early from your Licence Agreement or Assured Shorthand Tenancy.

Building Safety Act 2022

Here at Union, we are dedicated to creating and delivering a sense of safety and security to our Residents, not only do we aim to acknowledge any Building Safety concerns you may have but to actively address and rectify these concerns.
We are committed to empowering our Residents to actively contribute to maintaining a safe living environment when residing in a high-rise accommodation. You are encouraged to raise complaints regarding Building Safety in order to create a safe living environment. Complaints will be handled in line with our complaints process.